Resolve client approval delivery

A client or external reviewer never received an approval pack, or the pack arrived without Approve, Request changes, and Reject actions in the shared channel.

Symptoms

You may see one or more of these patterns:

• The clients dashboard shows a pack as sent, but the client sees nothing in Slack.
• The pack status is pending, approved, changes requested, or cancelled in the dashboard, but the client view does not match.
• The approval message appears in Slack without action buttons.
• Internal review finished, but the client path never opened while the post stays in pending approval.
• The client checked the wrong workspace or channel.

Likely causes

• No client contact is configured for the brand.
• The client approval channel is missing, archived, or the bot cannot post there.
• The pack was sent to the wrong brand or client record.
• The item left pending approval before the send completed.
• The external reviewer is in a shared channel but lacks permission to act on the message.
• Client approvals are not enabled for the brand, or the organization is not on a plan that includes external approvals.

External approval packs require Team. Slack Connect client channels are not available in the current public plan catalog.

Checks

1. Type /social, search for clients, and open the clients dashboard for the active brand.
2. Confirm a client record exists with the email or Slack Connect details you expect.
3. Confirm the generated approval channel exists, the Connect invite was accepted, and the Slash Social app can post there.
4. Find the pack in the dashboard and read its status: pending, approved, changes requested, or cancelled.
5. Ask the client which Slack workspace and channel they checked, including whether it is a shared Slack Connect channel.
6. Open the post preview and confirm it is still in pending approval if you expected a pack to send with internal review.

Fixes

1. Add or update the client from the clients dashboard if the record is missing or outdated.
2. Resend or resubmit the pack from pack details after internal edits are ready for another review cycle.
3. Repair the shared channel by resending the Connect invite, inviting the client manually, or recreating the client record if it points to the wrong channel.
4. Send a reminder from the pack menu when the client has not responded and the pack is still pending.
5. Cancel and recreate the pack only when the original send targeted the wrong client or brand.
6. Confirm plan access if external approvals are new to the organization. Upgrade to Team before retrying delivery.

After each fix, wait a moment and ask the client to refresh the channel. Plain-text-only messages usually mean the channel or permissions still need repair.

Confirm the fix

The client sees the approval message in the configured channel with Approve, Request changes, and Reject actions. Pack status in the clients dashboard matches what the client received. When the client acts, status updates in the dashboard and the internal post moves along the approval path.

Prevent it next time

• Create client records with correct email or Slack Connect details before the first pack goes out.
• Test the generated shared channel and confirm the Connect invite is accepted during onboarding.
• Confirm the active brand before sending or resubmitting packs.
• Send a reminder from the pack menu instead of creating duplicate packs when the client is slow to respond.
• Keep Slack Connect channels active and ensure the Slash Social app can post where clients review.

Contact support

Escalate when the client record and channel are correct, the send appeared to succeed in Slack, and the external reviewer still sees no message after checking the shared channel and their notification settings.

Send support:

• Workspace name
• Brand name
• Client name
• Pack ID if visible in the dashboard
• Channel name
• Approximate send time
• Whether the client uses Slack Connect or email delivery

Related docs

• Send client approval packs
• Approvals and review governance